Customer Service Coordinator I

Aramark • Grapevine, TX

101d

About The Position

The Customer Service Coordinator (CSC) position is responsible for providing exceptional service and communication to both internal and external customers in a professional manner. The CSC partners with other roles within the operations team to support client objectives and provide effective solutions to customer needs. This role is responsible for handling inbound inquiries via phone, email, and web formats with the objective of one-call resolution. The CSC will facilitate and resolve issues with product, order and service needs and ensure accuracy and maintenance of department databases and systems.

Requirements

• Solid understanding of customer service processes including handling complaints, inventory or product availability, and service issues.
• Ability to take initiative and demonstrate a sense of urgency.
• 3-5 years of work experience preferred.
• Strong communication skills.
• Excellent customer service and administrative skills required.
• Ability to develop and maintain a positive working relationship with others.
• Detail oriented, ability to multi-task, with strong organizational skills are required.

Responsibilities

• Lead all inbound client facing activity (phones, emails, web, etc.), addressing client requests for orders, service and/or information on products, pricing, refunds, etc.
• Partner with client facing field roles (BDM, RSM, RSR) to deliver a responsive and cohesive client management experience.
• Engage clients proactively to secure orders prior to their scheduled delivery, employing professional telephone sales techniques to enhance sales by closing open voids and promoting current promotions.
• Mitigate client loss by identifying At Risk clients and initiating client retention action plans to address loss of client engagement (no-buy), repeated service issues (unresolved/repetitive delivery & service issues), and poor client satisfaction.
• Facilitate a positive delivery experience through establishing and maintaining client route assignments, delivery schedules and appropriate delivery frequencies.
• Enable inter-departmental and client communication on order fulfillment and modifications due to product shortages, missed deliveries, etc.
• Use systems to ensure all team members have access to the client experience through the recording of all client interactions in Salesforce.
• Identify, manage, and carry out company service programs to ensure 100% process compliance.
• Alert management to service concerns not resolved in a timely and acceptable manner.

What This Job Offers

• Number of Employees: 5,001-10,000 employees